Label and draft replies to support email while a person sends every reply
KINDA — AI can help, with a person in the loop.
1 method on the page: 1 agent.
Methods
Set up a draft-only support inbox where a person sends every reply
Steps
- Write the rules and gather the docs. List your labels, what counts as urgent and what must go to a person. Collect help docs and policies into one place. Remove old policy pages, because the agent will quote them. Check: Every label and escalation rule fits on one page, and old policies are gone.
- Run on past tickets first. Run the prompt on [20] resolved tickets and compare the drafts with what your team actually sent. Look for any promise not in the docs. Check: No draft promises anything your docs do not say.
- Connect the inbox in draft-only mode. Connect the agent so it can read the inbox and create drafts but not send. Several builders who sell draft tools describe this split as the design: the AI drafts, a person submits. Check: A test email gets a draft in its thread and nothing is sent.
- Review and send each draft. Read each draft and its source. Edit, then send. Track how many drafts you send unchanged, changed or discarded. Check: You sent every reply yourself and logged the outcome.
- Handle escalations fast. Answer escalated emails yourself the same day. Check: Every escalated email has a human reply.
- Update the docs from what you fix. When you correct a draft because the docs were missing or wrong, fix the doc. The agent can only be as right as its sources. Check: Each repeated correction becomes a doc change.
- Optional: The source includes an n8n prompt and a list of what goes wrong; they are linked there, not copied here.
- Note: Steps quoted from the Agents Handbook (CC BY 4.0), lightly trimmed. Give the agent draft access only, never send rights. Repeat for every new support email after the one-time setup.
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--- name: "draft-only-support-inbox-triage-method" description: "Use when you need to Label and draft replies to support email while a person sends every reply. Set up a draft-only support inbox where a person sends every reply" --- # Set up a draft-only support inbox where a person sends every reply Job: [Label and draft replies to support email while a person sends every reply](https://aiagents.org/canai/draft-only-support-inbox-triage) ## Need - AI agent ## Steps 1. Write the rules and gather the docs. List your labels, what counts as urgent and what must go to a person. Collect help docs and policies into one place. Remove old policy pages, because the agent will quote them. Check: Every label and escalation rule fits on one page, and old policies are gone. 2. Run on past tickets first. Run the prompt on [20] resolved tickets and compare the drafts with what your team actually sent. Look for any promise not in the docs. Check: No draft promises anything your docs do not say. 3. Connect the inbox in draft-only mode. Connect the agent so it can read the inbox and create drafts but not send. Several builders who sell draft tools describe this split as the design: the AI drafts, a person submits. Check: A test email gets a draft in its thread and nothing is sent. 4. Review and send each draft. Read each draft and its source. Edit, then send. Track how many drafts you send unchanged, changed or discarded. Check: You sent every reply yourself and logged the outcome. 5. Handle escalations fast. Answer escalated emails yourself the same day. Check: Every escalated email has a human reply. 6. Update the docs from what you fix. When you correct a draft because the docs were missing or wrong, fix the doc. The agent can only be as right as its sources. Check: Each repeated correction becomes a doc change. 7. Optional: The source includes an n8n prompt and a list of what goes wrong; they are linked there, not copied here. 8. Note: Steps quoted from the Agents Handbook (CC BY 4.0), lightly trimmed. Give the agent draft access only, never send rights. Repeat for every new support email after the one-time setup. ## Credit Method author Agents Handbook editors (CC BY 4.0) Source: https://agentshandbook.com/p/triage-support-inbox-with-approved-replies
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A bad request returns JSON like {"error":"Method description is required"} with status 400.
| Field | What it is |
|---|---|
jobId | This use case. Review queue uses useCaseTitle + email instead. |
summary | Method description. Shown on the card. Also accepts title. |
products | Optional. Array of { name, url }. Legacy: tools. |
prompts | Optional. Array of prompt strings. Legacy: one prompt string. |
skills | Optional. Array of { text, url }. Legacy: skill + skillUrl. |
authorName | Author name. Legacy live field: postedBy. |
author | Optional 𝕏 handle. Legacy live field: creditHandle. |
parts | Optional. Inferred from products, prompts, and skills if omitted.standalone-product, ai-agent, ai-tool, skill, prompt. Do not send a prompt/product/agent/skill radio. |
{
"jobId": "draft-only-support-inbox-triage",
"summary": "Turns a Zoom recording into notes and action items with owners",
"products": [
{
"name": "Claude",
"url": "https://claude.ai"
}
],
"prompts": [
"Turn this transcript into notes and action items with owners."
],
"skills": [
{
"text": "Watch a folder. When a transcript lands, write notes with owners.",
"url": "https://example.com/zoom-notes.md"
}
],
"authorName": "Alex Rivera",
"author": "@handle"
}